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Junior Systems & Sharepoint Administrator/shift Supervisor Resume

TECHNICAL QUALIFICATIONS:

Software: Patch/Security Management - Active Directory - SnagIt - SharePoint 2010/2013/2016 - Windows XP/7/8/10 - MS Office 2007/2010/2013/2016 , IE 7/8/9/10/11 Google Chrome - Firefox - Service Now - Bomgar - WebEx Corporate - LogMe In Remote, Dim Dim - Asterisk VoIP, Norton Ghost, Project Management, Vendor Management, Adobe Acrobat, Remedy, Lotus Notes, Blackberry, iPhone/iPad, MAC, Office 365, MIM (Microsoft Identity Manager) portal, Office 365 Admin Centers (Exchange, SharePoint, Azure AD, Skype for Business, Intune), OneDrive for Business, SCCM, Salesforce, Citrix, Cisco VPN

SUMMARY OF EXPERIENCE:

Confidential

Junior Systems & SharePoint Administrator/Shift Supervisor

Responsibilities:

  • Provides Tier I/II onsite and phone based technical support to local, domestic, and international Department of Commerce - International Trade Administration end-users.
  • Manages a team of helpdesk technicians by ensuring quality service is provided from each technician.
  • Performs administrative tasks including account creations/deletions, password resets, and granting access to drives, folders and files in accordance with security guidelines.
  • Implements group policies on user accounts.
  • Monitors user accounts through Active Directory, MS Azure AD, MS Exchange, and the MS Admin Portal.
  • Create and manage accounts in Microsoft Identity Manager
  • Use PowerShell to run new user login scripts and run group policy updates
  • Manages network printers, scanners, and copiers.
  • Communicates and escalates technical issues that cannot be resolved at the first and second level based upon department operations and procedures to Tier III as necessary.
  • Create technical documentation for distribution to end-users and CSC staff.
  • Provide support in client software applications, including Microsoft Office Suite, Lotus Notes, Adobe Acrobat, Salesforce
  • Communicates with the end user regarding their incident, and through their correspondence resolves tickets.
  • Encourages and maintains positive employee culture of effective communication, customer relations and continuous improvement within team members.
  • Regulates software installations, upgrades, and deployments via SCCM.
  • Manages network servers for local, domestic, and international end-users.
  • Assists SharePoint team with creating and granting access to SharePoint/Office 365 site as Junior SharePoint Admin
  • Assists with Salesforce Admin duties that include managing Salesforce security including roles, profiles, sharing rules, workflows and groups.
  • Assists with Service Now Admin duties that include adding users to groups and assigning roles.

Confidential

Support Technician

Responsibilities:

  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, and desk side.
  • Install software, modify and repair hardware and resolve technical issues.
  • Provide base level IT support to non-technical personnel.
  • Display courtesy and strong interpersonal skills with all customer interactions.
  • Manage Windows 8 and Windows 7 workstations.
  • Setup, manage, and configure multiple types of servers.
  • Coordinate and support VTC/Audio conferences.
  • Ensure that tickets are created, resolved and completed to the client’s satisfaction via Remedy/Spiceworks.
  • Active Directory - Account creation, Password resets, and Group policies.
  • PC refresh and migration XP to Windows 7 and 8.
  • Provides successful troubleshooting of problems including root cause analysis for desktop, laptop and printers.
  • Create and manage Network accounts to include granting access to secured file shares.
  • Provide level 2 end-user technical support for Windows 7, Microsoft Office and network connections.

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